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Problem getting lives and extra turns with video

Hi folks. Have just changed phones from a Samsung 8 to a Note 10+, and am on level 835. Since changing phones, I can't get the extra turns or lives by watching the video. Video pops up and nothing happens. Can cancel out, but no reward. Any thoughts?

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Hello @Reef, Hearty Welcome to the Candy Friends section of our friendly King Community

I am sorry to hear about the issue in your game!! I have not seen any others complaining with the same issue!! It could be related to your device and just a glitch!! Will you be able to provide a screenshot of what's happening once you select to watch a video?

Usually, for certain issues, I would suggest the players to clear the cookies/cache and restart the device... since, yours is fairly new device, I don't think that step would work for you!! But, if you would like to try, here is a link for Troubleshooting on Android devices ---> https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

If nothing changes, please post your game user ID number with the help of this link https://community.king.com/en/candy-crush-friends-saga/discussion/247378/what-is-my-user-id-and-where-can-i-find-it

Once you provide your ID, I will escalate this issue to our Community Manager to find out if they anything about it!

** If you tap on "Type your Comment" box located below. To post the screenshot, tap on "Attach Image" icon located in tool-bar (a little farther to Emoticon) and select "Choose Files" option to upload the picture from your device.

Talk to you soon! Have a great rest of the day/evening!

Accepted answers

All comments

Hello @Reef, Hearty Welcome to the Candy Friends section of our friendly King Community

I am sorry to hear about the issue in your game!! I have not seen any others complaining with the same issue!! It could be related to your device and just a glitch!! Will you be able to provide a screenshot of what's happening once you select to watch a video?

Usually, for certain issues, I would suggest the players to clear the cookies/cache and restart the device... since, yours is fairly new device, I don't think that step would work for you!! But, if you would like to try, here is a link for Troubleshooting on Android devices ---> https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

If nothing changes, please post your game user ID number with the help of this link https://community.king.com/en/candy-crush-friends-saga/discussion/247378/what-is-my-user-id-and-where-can-i-find-it

Once you provide your ID, I will escalate this issue to our Community Manager to find out if they anything about it!

** If you tap on "Type your Comment" box located below. To post the screenshot, tap on "Attach Image" icon located in tool-bar (a little farther to Emoticon) and select "Choose Files" option to upload the picture from your device.

Talk to you soon! Have a great rest of the day/evening!

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